Ordering & Shipping FAQ

About Us

Do you shell pecans for the public?

No we do not shell, but we do crack them for the public. The cost is 50 cents per pound. Cracking is done from 9 am to 3 pm, Monday through Friday on a first come first serve basis. You are always welcome to leave your pecans to be cracked and pick them up later.

How long have you been in business?

B. C. Tanner Pecan Co. began as a family owned business in 1940 by B. C. Tanner, Sr. For more information about our history, please see the About Us page on our website.

What are your store hours?

Our Mobile store is open from 9 am to 5:30 pm, Monday through Saturday.

What if I have customer service questions later (not pertaining to placing an order)?

All questions may be submitted via email or call (800) 635-3651

Payments & Taxes

Can I place an order and then mail you a check or money order?

Web orders, No….phone orders, Yes. However, please note that orders paid for with a check will not ship until the check has cleared.

Can you invoice me for my order?

Do you have an account with us already? If yes, the yes we can…as long as the account is in good standing. If no, the first order must be charged to a credit card. The credit card will be kept on file as a backup method of payment.

For future orders, please provide a standard credit application complete with banking and trade references. All new A/R accounts have to be approved. As a general rule, all A/R sales are limited to certain corporate accounts. However, there are a few Individual accounts that we will allow A/R sales.

Do you accept C.O.D. orders?

Yes, but only for orders to be picked up in our store.

Do you accept checks by phone?

No.

Do you accept debit cards?

Yes, for online orders they will be processed as a credit card. If presented in our Giftshop, they will be submitted as a debit.

Do you charge my credit card when I place the order or when the order is shipped?

Charges are “temporarily authorized” at the time the order is placed, so the customer will instantly know whether the charge was approved or not. This temporary authorization is an approved transaction that has not yet been posted to your account. The amount of the transaction will be deducted from your available credit. However, actual transfer of funds from the account will not take place until your order is released for shipping.

What credit cards do you accept?

VISA, MasterCard, Discover & American Express

What is the tax on my order?

Tax is charged only if your order ships inside the city of Mobile (9%) or inside the state of Alabama (4%). For orders shipping outside the state of Alabama, no tax is charged.

Placing Orders

Can I change or cancel my order?

To cancel an order, please email us as we require all order cancellations be made in writing.

For changes in your order, we first ask that you do not ask us to change your order unless it is absolutely necessary as it will certainly cause a delay in shipping. If the change is absolutely necessary, please send the changes via email and we will make the changes.

Can I come to the store to place an order?

Yes, our seasonal Giftshop hours are 9 am to 5:30 pm, Monday through Saturday (Nov & Dec only). We are located at 10 Springdale Boulevard in Mobile, AL (1 block East of I-65 at the Dauphin street exit). See Store Location page for map.

Does my online order earn Loyalty Points?

As long as you are signed into your account and are enrolled in our Loyalty Program, your online order will earn points. Unfortunately at this time, you cannot redeem your points online. Please call 800-635-3651 to place your order using Loyalty Point redemption.

What did I order last year?

We can fax or email you a copy of your order from last year.

Will a gift card be included with my order?

If a greeting message (up to 60 character spaces in length) is provided, we will print it on a label and place it on the exterior of the box. If we are provided with enclosure cards, we will enclose them inside the package and put “Card Enclosed” on the exterior label.

Products

Are any of your products Kosher?

Most of our products are kosher according to ingrediants. A local conservative rabbi periodically supervises the manufacture of our items. Parve products include pecan divinity and peanut butter pecan fudge.

Are the products made when I order them or beforehand?

The answer to this question depends on the product. Some items need to be made ahead of time for proper aging. Some items need to be made fresh. However, the majority of our items are made fresh.

Do you have a Satisfaction Guaranteed policy?

Yes, we have a 100% Satisfaction Guaranteed policy. Our pecans and pecan candies are shipped satisfaction guaranteed. If for some reason you are not satisfied with your shipment, you may return the shipment for a full credit or replacement. Please contact us at (800) 635-3651 or email us prior to making a return.

Do you have any customer comments, reviews, or testimonials I can read on your website before I place my order?

Not at this time.

Do you have any sugar-free products for diabetics?

Yes, please see our Sugar Free Products on our website. All of our sugar free products are sweetened with Maltitol.

Do you have specials on the website that aren’t in the catalog?

Occasionally, yes. We will send out email specials to our online customers that include a promo code to use when placing an order.

Do you offer the products in the catalog year-round or only seasonally?

All items offered in our catalog and website are available all year around.

Should I be concerned about any allergy warnings related to your products?

Some items share equipment which is used to manufacture products containing milk, eggs, peanuts, pecans, cashews, other tree nuts, and soy. Items may contain traces of these allergens.

What about product substitutions?

We reserve the right to make substitutions of equal or greater value when necessary. This still carries our Satisfaction Guarantee Policy.

What is your most popular item?

Our best selling product overall is our Praline Candied Coated Pecans, or Praline Bits. All our best selling items can be seen on our Best Sellers page on our website.

Returns

Do you have a return policy?

Yes, we have a 100% Satisfaction Guarantee Policy. Normally we do not require food items to be returned unless we need to inspect the item for unusual conditions.

Shipping & Delivery

Can I check the status of my order online?

If you placed your order online, you will receive an email confirmation that we received your order, then an update email of your order being processed, and a final email when you order ships. Each email will contain a link back to our Order Status page where the progress of your order can be viewed. After logging into your web account, click on the hyperlinked tracking number in the Order Detail to access the shipper’s website and package tracking information.

If you placed your order over the phone and provided us with your email address, you will receive an email notification that your order has shipped. This email will have a link to the website of the carrier (UPS or US Postal Service) so you can track the shipment.

Can I ship to a P.O. Box?

The US Postal Service delivers all packages addresses to P.O. Boxes within the Continental US. We cannot deliver to P.O. Boxes outside of the Continental US.

Can orders be shipped to a military address?

The US Postal Service delivers all orders to military APO/FPO addresses. Please allow an additional 4 – 6 weeks for the military postal service to deliver your package to its final overseas destination.

Can you ship packages to Canada or other international addresses?

Yes, in fact Canada is the most frequently shipped to destination outside the US. Unless you instruct us otherwise, we recommend using USPS Priority Mail International. Packages shipped this way usually arrives to its destination within 6 – 10 days, provided no delays in customs. Unfortunately at this time, international shipments are not supported by our real time shipping quote system, so we cannot provide the shipping cost of your international shipment before you place your order. We will call or email you with a shipping cost after we receive your order. Each shipment outside the U.S. requires an additional $30 for customs documentation and handling.

Do you deliver locally?

Yes we deliver locally. The minimum purchase is $35, plus a delivery charge of $10. Delivery is limited to the city limits of Mobile. There is an additional fee for delivery outside the Mobile city limits and is based on the distance to the delivery location.

How much is shipping and handling if I send orders to multiple addresses?

If you placed your order online, shipping is quoted in real time by our system direct from UPS and the US Postal Service. Factors affecting the rate are the Shipping method selected (Ground, Express, Overnight), the delivery zip code and weight of the order.

For phone orders, each shipment is based on the dollar value of each delivery address. Please see the Shipping Chart on the inside of the last page in our catalog.

What Express Shipping methods are available?

Express delivery options such as USPS Overnight Express, UPS Second Day Air or 3 Day Select are available for an additional shipping charge. The charge is calculated based on the total package weight, its destination and the express delivery method. Inquiries into express shipping are handled on a case by case basis.

Overnight Express generally costs an additional $30.00 to $40.00.

Second Day Air generally costs an additional $20.00 to $30.00.

3-Day Select generally costs an additional $10.00 to $20.00. 3 Day Select should only be used when the shipping destination is outside the 3 day ground zone.

Since cost will vary by destination and weight, call or email us with the shipping destination information and items to be shipped. We will then be able to provide more accurate cost options.

What if my order is damaged when I receive it?

Please contact us immediately by email or by phone at (800) 635-3651. We will send you a replacement immediately and then file a claim with the carrier. Please do not discard the damaged item as the carrier will likely want to pick the item up for inspection.

What if my order is lost and I never receive it?

If you have provided us with your email address, you will have access to package tracking through the carrier’s website. If you do not have an email address, please contact us by email or by phone at (800) 635-3651 and we can track it for you.

In either case, if you never receive it, please contact us to make arrangements for a replacement or cancellation of the order.

What is the latest date I can place an order to arrive by Christmas?

Orders received by the first Friday in December are guaranteed for delivery before Christmas. Orders received after that date will go out in the order in which they were received.

What is the latest date I can place an order to arrive by Thanksgiving?

That will depend on the transit time to the delivery address and the shipping method desired, but as a general rule, there is no cutoff for guaranteed delivery of Thanksgiving orders.

What shipping method(s) do you use?

Unless otherwise specified, all packages will be shipped via UPS Ground or US Postal Service Priority Mail. The Time in Transit Map provides a general estimation of delivery times (not including day package leaves our facility).

When will my order arrive?

We will ship your order to arrive in accordance with the date that you provide us. If no date is provided, we will ship your order promptly. Orders with a requested ship date of “by Christmas” will begin shipping in the second week of December.